Customer Service Agent

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

About us:

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations - where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Role Purpose:

• To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling Commision requirements, ensuring that an optimum level of service is delivered at all times.
• To handle contacts from all of Allwyn’s customers both inbound and outbound and across all media, complete any associated actions that are required. Do this within agreed performance and quality measures

Department Description:

The Customer and reatiler care department provides end-to-end support at agreed customer service and Gambling Commission standards to all players and retail customers.

Team Description:

The contact centre is responsible for managing all inbound and outbound communications from customers, retailers and players via telephone, web-chat, email and all other correspondence.

Role Responsibilities:

• Follow process and handling instructions and guidelines to handle inbound and outbound contacts (i.e. calls, e-mails and webchat and any other media introduced), meeting SLAs and team targets
• Identify customer requirements and where possible resolve retail and player queries e.g. account issues, customer complaints and player systems matters
• Where necessary, refer issues to relevant internal /external department using correct escalation procedures, Maintain a knowledge of Allwyns operating model and keep abreast of all new Lottery products, games, initiatives and changes to procedures
• Gather qualitative player data and log contact related information into relevant systems
• Undertake ad hoc data entry as requested
• Undertake the verification of player data and integrity
• Receive winner claims and deliver the agreed winner process, taking and transferring confidential information onto player or retail information systems/databases during the contact so that it can be referred to the winners advisers
• Achieve KPIs
• Act as an ambassador for Allwyns, using knowledge of the organisation and our offerings to promote Allwyn in a positive way at any given opportunity
• Be available for training as required

Key Measures of Success:

Organisational Competencies/Measures

• Business Expertise: Has developed knowledge and skills in a specific customer contact area; may still be acquiring higher level skills
• Product & Service Expertise: Has developed a good understanding of all the products and services available via the customer contact channel
• Delivering Solutions (Problem Solving): Solves problems by selecting from a range of well defined solutions
• Delivering Solutions (Customer Focus/Communication): Responds to non- standard requests from internal and/or external customers; investigates with assistance from others as needed. Exhibits consistent and appropriate communications style and customer focused-approach to a variety of situations
• Delivering Solutions (Planning & Organising): Prioritises and organises own work to meet agreed upon deadlines and quality/accuracy standards
• Delivering Solutions (Continuous Improvement & Process): Highlights new opportunities to continuously improve current working practices within own team
• Impact (Decision Making): Makes decisions related to own work. Receives regular but moderate supervision and guidance
• Impact (Influence): Provides information and advice to customers on basic product/service offerings. Is aware of the effect of actions on external relationships.

Requirements

• Ability to use Aspect telephone systems in order to make and receive telephone calls
• Knowledge of Webchat
• Understanding of the mechanics of all National Lottery games and products
• Ability to extract and input data into systems as appropriate so that information is logged in full in line with Data Protection Act.
• Ability to navigate around Microsoft computer systems as appropriate.

Our goal is to create one of the UK’s most inclusive organisations - where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Benefits

• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We’ll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection